• Training Specialist for Integrated Personnel and Pay System – Army (IPPS-A) using Agile software development methodologies• Participate in the planning, designing, developing, testing, and implementation of classroom and distance learning training to include lesson plans and training aids• Coordinate the development and synchronization of training curriculum plan to integrate and closely align with Oracle UPK and PeopleSoft ELM learner-centered distributed learning products • Develop training products using Oracle UPK and prepare instructional materials for training team review and assessment • Communicate and coordinate with key stakeholders and Soldiers while working closely with team leadership to ensure successful achievement of training curriculum requirements• Role mapping to provide training team management matrix of required courses for each role

• Serve as Customer Service Senior Manager to provide Help Desk management for the Integrated Personnel and Pay System – Army• Serve as Integrated Logistics Support Team Lead responsible for the development, facilitation, and successful completion and submission of all required deliverables.• Communication directly with key stakeholders and Soldiers while working closely with team leadership to ensure successful achievement of project requirements.• Control account and project management activities for Help Desk tasks and work packages using Earned Value Management system for performance measurement, comprehensive planning, and baseline maintenance. • Management and oversight of the Help Desk responsible for resolving system trouble tickets, including those escalated from the IPPS-A Tier I Help Desk. • Responsible for development of Help Desk Support Plan which addresses the program staffing strategy for surge support requirements; approach to timely response, resolution, escalation, and closing of tickets; outage procedures; weekly metrics including trend analysis and reporting format; sensitive activities and system problem report processes.• Development and implementation of Help Desk standard operating procedures to ensure consistent quality of service.• Remedy Help Desk Ticket application execution to include training support for the help desk team members on Remedy.• Coordination with DoD customers, specifically the Army Soldier using strategic synchronization to build enduring and successful help desk environment.

• Provide Help Desk management for the Integrated Personnel and Pay System - Army (IPPS-A) program mission, facilitation of help desk team activities.• Management and oversight of the Help Desk and responsible for resolving system trouble tickets, including those escalated from the IPPS-A Tier I help desk. • Responsible for development of Help Desk Support Plan which addresses the program staffing strategy for surge support requirements; approach to timely response, resolution, escalation, and closing of tickets; outage procedures; weekly metrics including trend analysis and reporting format; sensitive activities and system problem report processes.• Daily supervision, direction, and training for staff responsible for supporting resolution of trouble tickets associated with the IPPS-A application.• Development and implementation of Help Desk standard operating procedure to ensure consistent quality of service.• Expertise with Remedy Help Desk Ticket application, to include training support for the help desk team members on Remedy.• Extensive work with DoD customers, the Army Soldier, and demonstration of a strategic understanding and vision for building a long-term, successful help desk environment. • Design and implement customized training within Army Learning Management System (ALMS), creation and development of instructional job aids.• Communication directly with key stakeholders and Soldiers while working closely with team leadership to ensure successful achievement of project requirements.• Serve as Integrated Logistics Support Team Lead responsible for the development, facilitation, and successful completion and submission of all required deliverables.

• Support for an Army IT acquisition program mission, the Reserve Component Automated Systems (RCAS) Project Directorate, through strategic facilitation of information technology support team activities, communicating directly with key stakeholders and working closely with team leadership to achieve task completion• Design, develop, and implement training strategies and survey instruments to optimize impact of training and learning objectives• Serve as lead on course development and instructional materials to ensure technical accuracy to optimize instructional effectiveness• Plan, organize, coordinate, and deliver customized training within multiple, competing projects• Manage and execute training program and curriculum design to enhance mission productivity• Facilitated SharePoint portal migration project and promoted portal collaboration technologies

• Led, coached, and managed seven-person technical support team serving as focal point for leadership • Supervised network infrastructure and IT test lab systems administrators team members

Office Application training for various Government Departments and Agencies to include DoD, USDA, OPM, DOT, Treasury, DOJ, DOL, DOS, among others.

Taught Systems Analysis & Design Course.